Introduction to Returns

This article takes you through the journey of a return request, providing an idea of how to use the Returns functionality in Carriyo.

The Returns Portal, part of the CX Apps powered by Carriyo, makes returns simple and seamless. It allows customers to easily request returns for items they’ve purchased, while giving brands full control to set up auto-approvals or review requests manually. Once approved, return shipments are automatically created and linked to the request. A return is considered closed when it reaches either Completed or Cancelled status.

Read this article to understand the various features included in Carriyo's returns module.

Setting up the Returns Portal 

To receive return requests from customers, your returns portal must be configured and integrated to your brand's website. To learn how to configure the Branded Returns Portal App, visit this article.

Once the return portal is ready, customers can request for item level returns by specifying the return reason, product condition, add images, return resolution (refund, exchange etc.) and this can then be approved or rejected based on the brand's return policy.

Returns settings help you define the return reasons, maximum return days and more.

Return requests listing page/Returns management interface

All return requests are displayed on this page, where you can easily view each request’s status, assignee, and other key details. At the top, you’ll find filters, column controls, and export options just like on the Shipments listing page, giving you the flexibility to manage and analyze your return requests efficiently.

Return request detail page

This is where you'll be able to edit the details of the return request and review all changes before deciding to approve or reject it. You’ll also have access to the Summary and History tabs to track progress, record refund details, and add notes for complete visibility.

Returns history report

The Returns Report provides valuable insights into return requests, including common return reasons, approval rates, and the most frequently returned items.